Senior Noc Engineer

Network Monitoring & Service Assurance

• Monitor the core, aggregation and access network 24x7 using NMS and monitoring tools; act on alarms before customers report them.
• Own proactive detection track link utilization, latency, packet loss, jitter, optical power levels and CPU/memory thresholds, and act on degradation before it becomes an outage.
• Monitor enterprise circuits (ILL, VPN, SIP trunks) against contracted SLA and raise internal alerts well before an SLA breach threshold is reached.
• Run scheduled health checks on OLTs, BNG, core routers, switches, UPS/power and cooling at all POPs and hub sites.
• Maintain and tune alarm thresholds and notification rules so the team acts on real events instead of drowning in noise.

Incident, Problem & Escalation Management

• Own incident management end to end: detection, triage, containment, resolution and customer communication.
• Drive restoration within defined MTTR targets, coordinating field teams, upstream carriers, building teams and power vendors simultaneously.
• Operate and maintain the escalation matrix — internal levels, upstream carrier contacts, and vendor support entitlements — and make sure it is current, not stale.
• Publish Reason for Outage (RFO) and Root Cause Analysis (RCA) documents for every major incident within the committed timeline.
• Run problem management, not just incident management: identify repeat faults, trace them to root cause, and close them permanently instead of restoring the same link every week.
• Conduct post-incident reviews and convert each into a specific corrective action with an owner and a due date.
• Act as the senior escalation point for the CEO, enterprise customers and channel partners during major outages.

Network Engineering, Configuration & Change Management

• Configure and maintain routers, switches, OLTs, ONTs and BNG across MikroTik, Cisco, Juniper and Huawei platforms as applicable.
• Handle BGP peering, OSPF, IP address planning, VLAN, QoS, NAT and CGNAT configuration.
• Manage IP resources — IRINN/APNIC allocations, subnet planning, ASN and prefix announcements — and drive IPv6 readiness.
• Provision new enterprise services accurately at first attempt: circuit configuration, VLAN mapping, QoS policy, routing and testing before handover.
• Own change management: no configuration change on the live network without a documented Method of Procedure, an approved maintenance window, a rollback plan and post-change validation.
• Maintain configuration backups for every network device, with restoration tested — not merely assumed to work.
• Plan and execute network migrations, firmware and IOS upgrades, and POP expansions with minimum customer impact.
• Review and approve network designs for new buildings, POPs and enterprise links before build begins.

Capacity, Cost & Vendor Management

• Forecast bandwidth capacity 3–6 months ahead by segment and POP, and raise upgrade requirements before congestion affects customers.
• Track cost per Mbps across upstream providers and recommend transit, peering (DE-CIX, NIXI) and IP transit changes that reduce cost without hurting quality.
• Hold upstream carriers and equipment vendors accountable to their SLAs — log every failure, claim credits where due, and provide performance data at contract renewal.
• Maintain a complete network inventory and asset register: devices, serial numbers, warranty and AMC status, licenses and end-of-support dates.
• Own critical spares planning so that a failed core device does not become a multi-day outage.
• Provide the Head of Operations with technical input and cost justification for network capex proposals.

Security, Compliance & Business Continuity

• Harden network infrastructure: device access control, AAA, role-based credentials, management-plane protection and removal of default and shared logins.
• Detect and mitigate DDoS attacks, route hijacks, abuse and spam originating from or targeting the network.
• Ensure log retention, CGNAT/NAT logging and record-keeping meet CERT-In and DoT/ISP license obligations, and support lawful interception and law-enforcement requests through the correct process.
• Maintain readiness for ISP license, regulatory and customer audits — documentation, logs and evidence available on demand.
• Build and test disaster recovery and business continuity plans for core network, power and upstream failure scenarios.
• Ensure redundancy is real: validate failover paths by testing them on a schedule, rather than trusting the design diagram.

Process, Documentation & Automation

• Maintain accurate and current network documentation — topology diagrams, IP schema, POP layouts, fiber route maps, VLAN and circuit registers.
• Write and maintain Standard Operating Procedures and troubleshooting runbooks so that routine faults are resolved by junior staff without escalation.
• Run and improve the open-source monitoring and automation stack; automate repetitive checks, provisioning steps and reporting.
• Own ticket quality in Zoho Desk: correct classification, accurate root cause tagging, complete closure notes and no silent closures.
• Publish a monthly network performance report to management covering uptime, SLA compliance, top incidents, repeat faults, capacity status and planned actions.

Team Leadership & Shift Governance

• Plan and govern the 24x7 shift roster with the Head of Operations to ensure no coverage gap, including nights, weekends and festivals.
• Enforce disciplined shift handovers — nothing open, unknown or undocumented passes silently from one shift to the next.
• Train, mentor and technically assess junior NOC engineers; build a documented skill matrix and close the gaps in it.
• Coach field technicians on fault diagnosis so that avoidable escalations to the NOC reduce over time.
• Support the enterprise sales team on technical feasibility, solution design and customer escalation calls when required.
• Coordinate with the Projects team on new site readiness, acceptance testing and handover to operations.

SKILLS & REQUIREMENTS

• Strong on routing and switching — BGP, OSPF, VLAN and QoS — with genuine hands-on CLI capability, not GUI-only.
• GPON/FTTH expertise: OLT and ONT provisioning, splitter and power budget calculation, OTDR fault localization.
• Practical experience with CGNAT, BNG, RADIUS/AAA and subscriber management systems.
• Linux fundamentals and monitoring tools such as Zabbix, LibreNMS, Grafana or equivalent; scripting (Python/Bash) is a strong advantage.
• Working understanding of ISP regulatory obligations in India — CERT-In directions, DoT/ISP license conditions and log retention requirements.
• Structured problem solver: able to hold a clear head, sequence actions and communicate status during a major outage.
• Clear written English for RCAs, escalation notes and management reporting.
• Able to lead and develop a small technical team.
• Willing to work rotational shifts and remain reachable on call for major incidents.

KEY PERFORMANCE INDICATORS

• Network uptime percentage against target
• Mean time to detect (MTTD) and mean time to restore (MTTR)
• SLA compliance on enterprise circuits and value of SLA credits paid out
• Percentage of incidents detected proactively before the customer reported them
• Repeat-incident rate and RCA closure rate
• Provisioning accuracy — enterprise circuits delivered right first time
• Change success rate and unplanned outages caused by change
• Ticket closure quality and turnaround time
• Documentation and configuration-backup currency